JP2008242931A - Customer recognition method and customer recognition system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer recognition method and a customer recognition system providing a clerk in a store for selling commodities or providing services to customers with customer information of a customer when the customer visits the store. <P>SOLUTION: In the customer recognition method for providing a clerk in the store for selling commodities or providing services to customers with customer information of a customer when the customer visits the store, a customer identification information reading means 2 wirelessly communicates, when the customer visits the store, with an IC tag 11 built in a member card 1 carried by the customer to read the customer identification information recorded on the IC tag 11, the customer identification information is transmitted to a customer information server 5 through a communication means 3 to call customer information corresponding to the customer identification information from the customer information server 5, and the customer information is transmitted to a customer information input and output means 4 through the communication means 3, so that the customer information input and output means 4 displays the customer information to provide the clerk with the customer information. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a customer recognition method and a customer recognition system that allow a store clerk to recognize customer information of a customer when the customer enters the store in a store that sells products or provides services to the customer.

  Conventionally, in a facility that provides a service such as a merchandise store such as a department store or a restaurant, customer information such as whether or not a customer who has visited the store is a member of the store is only received upon receipt of a membership card at the time of payment. It was often recognized.

  However, in this situation, we will handle customers appropriately after knowing who is serving customers and what products (service provision) have been sold in the past. In many cases, there were problems such as losing opportunities to sell products or causing troubles with customers due to misunderstandings.

  The present invention has been made to solve the above-described problems.

  The invention according to claim 1 is a customer recognition method for causing a store clerk to recognize customer information of the customer when the customer enters the store in a store that sells products or provides services to the customer. When the store is opened, the customer identification information reading means wirelessly communicates with the IC tag built in the membership card carried by the customer to read the customer identification information recorded on the IC tag, and the customer identification information is transferred to the communication means. To the customer information server, the customer information corresponding to the customer identification information is called from the customer information server, the customer information is transmitted to the customer information input / output means via the communication means, the customer information This is a customer recognition method in which the customer information is displayed by the input / output means to be recognized by a store clerk.

  The invention according to claim 2 is the customer recognition method according to claim 1, wherein when the customer visits the store for the first time, the customer information of the customer is associated with the customer identification information recorded in advance on the IC tag. To be stored.

  The invention according to claim 3 is a customer recognition system that allows a store clerk to recognize customer information of the customer when the customer enters the store in a store that sells products or provides services to the customer, and identifies the customer Connected to the IC tag in which the customer identification information to be recorded, the membership card incorporating the IC tag, the customer identification information reading means for reading the customer identification information of the IC tag by wireless communication, and the customer identification information reading means Communication means for communicating the customer identification information; a customer information server connected to the communication means for storing the customer information corresponding to the customer identification information; and connected to the communication means for displaying at least the customer information. A customer recognition system comprising customer information input / output means.

  According to a fourth aspect of the present invention, in the customer recognition system according to the third aspect, the store is a restaurant, and the customer identification information reading means is provided on the way from the restaurant entrance to the table where the customer sits. It is what.

  According to a fifth aspect of the present invention, in the customer recognition system according to the third aspect, the customer information includes customer characteristics such as customer preferences, and a past sales history of a product or a past service provided to the customer. History information is included.

  According to the customer recognition method of claim 1, when the customer enters the store, the customer identification information reading means wirelessly communicates with the IC tag built in the member card carried by the customer and is recorded on the IC tag. In order to read customer identification information, call customer information corresponding to the customer identification information from the customer information server, and display the customer information by the customer information input / output means, the store clerk inputs the customer information of the customer who entered the store into the customer information input / output means It is possible to recognize the customer, and it is possible to perform an appropriate customer service suitable for each customer.

  According to the customer recognition method of the second aspect, in addition to the effect of the invention according to the first aspect, when the customer first visits the store, the customer's customer is associated with the customer identification information recorded in advance on the IC tag. Since the information is stored in the customer information server, the customer information can be displayed by the customer information input / output means for the first visit, and the store clerk can recognize the customer information. When the customer enters the store, the customer information of the customer can be displayed by the customer information input / output means so that the store clerk can recognize the customer information, and appropriate customer service suitable for each customer can be performed.

  According to the customer recognition system of claim 3, the IC tag in which the customer identification information for identifying the customer is recorded, the member card incorporating the IC tag, and the customer who reads the customer identification information of the IC tag by wireless communication. An identification information reading means; a communication means connected to the customer identification information reading means for communicating customer identification information; a customer information server connected to the communication means for storing customer information corresponding to the customer identification information; and a communication means. Since it is connected and has at least customer information input / output means for displaying customer information, the customer identification information recorded on the IC tag of the membership card is read by the customer identification information reading means, and the customer identification information is Customer information stored in the customer information server can be displayed by means of customer information input / output means. It is possible to perform the appropriate customer service that fits in.

  According to the customer recognition system of claim 4, in addition to the effect of the invention according to claim 3, the store is a restaurant, and the customer identification information reading means is provided from the restaurant entrance to the table where the customer sits. Because it is provided in the middle, customer information of customers can be displayed by customer information input / output means by the time of customer service at the table, and the displayed customer information is recognized by the store clerk and appropriate for each customer Customer service can be performed quickly.

  According to the customer recognition system of the fifth aspect, in addition to the effect of the invention according to the third aspect, the customer information includes customer characteristics such as customer preferences, and a past sales history or past of the product for the customer. Since the service provision history information is included, the store clerk can perform appropriate customer service based on the information.

  An embodiment of the present invention will be described with reference to the drawings. In FIG. 1, A is a schematic diagram of a customer recognition system. The customer recognition system A is, for example, customer information such as a customer's name when a customer enters a store that sells products or provides services to the customer. Is to be recognized by the store clerk. Here, a store specifically refers to a merchandise store such as a department store or a retail store that sells products by explaining products to customers, etc., or a restaurant, inn, bank, etc. A facility that provides services with customer service. Customer information includes information that identifies customers such as name, gender, and date of birth, information on customer characteristics such as customer preferences, sales history of past products or past service offerings to customers, etc. For example, in the customer information at a restaurant, the customer's favorite food or allergy, past visit status (number of visits, visit frequency, etc.), food order history, or current order It is the contents of the food and drinks being served and the serving situation.

  This customer recognition system A is roughly composed of a membership card 1 incorporating an IC tag 11, customer identification information reading means 2, communication means 3, customer information input / output means 4, and customer information server 5. Has been.

  The membership card 1 is issued to a customer who has registered as a member in the store. As shown in FIG. 2, for example, a plastic material made of polyvinyl chloride (PVC) that does not block radio waves is used. It is used and is formed in a thin card shape that is the same size as or smaller than the size of a business card so that it can be carried without being bulky, and has an IC tag 11 incorporated therein.

  In the IC tag 11, customer identification information for identifying a customer is recorded in advance. The customer identification information serves as an identification mark for identifying the customer carrying the member card 1 and is, for example, a number such as a member number or alphabet, and the customer carrying the member card 1 enters the store. At this time, it is read by the customer identification information reading means 2.

  The customer identification information reading means 2 reads the customer identification information recorded on the IC tag 11 by wireless communication with the IC tag. For example, the customer identification information reading means 2 performs wireless communication with the IC tag 11 as shown in FIG. A gate type IC tag reading device 21 provided with an antenna 22 or the like. In the gate type IC tag reading device 21, customer identification information is read by wireless communication with the IC tag 11 of the member card 1 possessed by the customer by the antenna 22 when the customer passes through the gate. This customer identification information reading means 2 is normally provided at the entrance of the store, but when the store is a restaurant, it may be provided in the middle from the entrance of the restaurant to the table where the customer sits.

  The communication means 3 connects the customer identification information reading means 2, the customer information input / output means 4 and the customer information server 5 to each other, and mainly communicates the above-mentioned customer identification information, customer information, etc. As shown in FIG. 1, a LAN (local area network) 31 constructed in the store is used. Note that the communication method by the communication means 3 is not limited to the wired communication method, and can be performed by a wireless communication method.

  The customer information input / output unit 4 is connected to the communication unit 3 and inputs customer information stored in the customer information server 5 or receives the customer identification information read by the customer identification information reading unit 2. Is transmitted to the customer information server 5 and the customer information corresponding to the customer identification information stored in the customer information server 5 is called and displayed (output). For example, the communication is performed by connecting to the communication means 3 described above. A personal computer or a portable information communication terminal having a function to perform at least an input device 41 having a keyboard or the like for inputting processing instructions, customer information, and the like, and displaying received customer information and the like And a display device 42 is used. The customer information input / output means 4 prints customer information displayed by the IC tag reader 43 or the display device 42 that reads the customer identification information recorded on the IC tag 11 and transmits it to the input device 41. The printing device 44 may be provided.

  By the way, the customer information input / output means 4 is not limited to one, and a plurality of customer information input / output means 4 may be provided and connected to the communication means 3. By providing at various locations in the store, the store clerk can recognize customer information by using the nearest customer information input / output means 4, thereby enabling prompt and appropriate customer service.

  The customer information server 5 is connected to the communication means 3 and stores customer information corresponding to the customer identification information inputted from the customer information input / output means 4 or received from the customer information input / output means 4 or the customer identification information reading means 2. This is a server device that transmits customer information corresponding to the customer identification information to the customer information input / output means 4 based on the customer identification information, and can perform information processing such as information storage and calculation. .

  Next, the effect | action of the customer recognition system A mentioned above is demonstrated taking the case where it applies to a restaurant as an example. In this example, a plurality of customer information input / output means 4 are provided and installed at various locations such as a guide counter (may be shared with a cash register), floor, cash register, etc. Connected to means 3.

  First, when a customer visits a store for the first time, the customer is asked to enter customer information such as the customer's name, store motives, favorite dishes, and allergies on the membership registration form when entering the store. The clerk then reads the customer identification information recorded in advance on the IC tag 11 of the membership card 1 to be issued using the IC tag reader 43 and also identifies the customer information using the customer information input / output means 4. The information is input in association with the information, and the customer information of the customer is transmitted to the customer information server 5 and stored.

  Then, when the preparation for guidance to the table is completed, the store clerk inputs the table number for guiding the customer by the customer information input / output means 4 of the guidance counter, transmits it to the customer information server 5 and stores it as customer information (customer information) Is entered in the registration form, customer identification information, customer information, and the table number are input from the customer information input / output means 4 on the information counter or floor and stored in the customer information server 5. It is good.) At that time, the customer information stored in the customer information server 5 is transmitted via the communication means 3 to the customer information input / output means 4, 4,. Accordingly, the store clerk in charge of the floor sees the customer information (see FIG. 3B) displayed on the display device 42 of the customer information input / output means 4 installed on the floor, and thereby the customer who is guided to the table. Can recognize information such as name, store visit status, store motives, favorite dishes, allergies, etc., recognizes who the customers are, and guides the recommended dishes of the day according to customer preferences. , Can serve customers appropriately for each customer.

When the registered member card 1 is carried at the next visit or later, when the customer enters the store, the customer identification information reading means 2 installed at the entrance stores the member card 1 carried by the customer. The customer identification information recorded on the IC tag is read by wireless communication with the IC tag 11 and transmitted to the customer information input / output means 4 of the guidance counter.
Then, the customer information input / output means 4 of the guidance counter transmits the received customer identification information to the customer information server 5, calls the customer information corresponding to the customer identification information from the customer information server 5, and returns it to the guidance counter. When the preparation for guidance to the table is completed, the store clerk inputs the table number for guiding the customer by the customer information input / output means 4 of the guidance counter, transmits it to the customer information server 5 and stores it as customer information. At that time, the customer information stored in the customer information server 5 is transmitted via the communication means 3 to the customer information input / output means 4, 4,.

  The customer identification information read by the customer identification information reading means 2 is directly transmitted to the customer information server 5 without going through the customer information input / output means 4 of the guidance counter, and the customer stored in the customer information server 5 is stored. The customer information corresponding to the identification information may be called and returned to the customer information input / output means 4 of the guidance counter. The customer information called from the customer information server 5 based on the customer identification information read by the customer identification information reading means 2 or based on the customer identification information received from the customer information input / output means 4 is used as the customer information of the guidance counter. After directly transmitting to the customer information input / output means 4, 4,... Of the floor and cash register without going through the input / output means 4, the table number input by the customer information input / output means 4 of the guidance counter is transmitted to the customer information server 5. Then, it may be stored as customer information, and the stored customer information may be transmitted to the customer information input / output means 4, 4,. By such an operation, the table number and the customer information can be associated with each other, and the customer information can be displayed by the customer information input / output means 4 so that the clerk can recognize the customer information of the customer guided to the table.

  Therefore, at the information counter, the store clerk in charge of the information counter looks at the customer information displayed on the display device 42 of the customer information input / output means 4 (for example, see FIG. Customer information (name, gender, age, etc.) can be recognized, and customers can be treated appropriately according to each customer, such as selecting and guiding a table after recognizing who the customer is. .

  On the floor, the store clerk in charge of the floor recognizes the customer information of the customer guided to the table by looking at the customer information displayed on the display device 42 of the customer information input / output means 4 installed on the floor. It is possible to perform customer service suitable for each customer, for example, by recognizing who the customer is and recommending food according to the customer's favorite food.

  At the cash register, when the customer pays at the cash register after the meal ends, the customer information displayed on the display device 42 of the customer information input / output means 4 installed at the cash register is used to serve the customer. Recognize the customer information of customers who are present, and do not simply account for them, but offer appropriate customer service that suits each customer, such as discounting membership and introducing recommended foods for the next time it can.

  The customer information displayed on the display device 42 of the customer information input / output means 4 for each of the information counter, floor, and cash register described above is not necessarily the same. For example, the customer information input / output means of the information counter 4 includes information on the presence or absence of smoking for table selection (see FIG. 3 (a)), and the customer information input / output means 4 on the floor displays the customer's favorite dishes to encourage cooking ( In the customer information input / output means 4 at the cash register, the member points are displayed according to the number of visits of the customer in the past and the privilege is guided (see FIG. 3C). Good.

  Further, the contents of the food and drink ordered by the customer may be input by the customer information input / output means 4 of the cash register, transmitted to the customer information server 5 and stored as customer information, and this order status may be stored in the customer information server 5 or the customer. If the information input / output means 4 processes information and grasps the customer's preference, the customer information input / output means 4 will provide information such as past food and beverage provision history and customer's favorite food when visiting the next time. Can be recommended.

  Therefore, in this embodiment, the restaurant clerk recognizes the customer information (name etc.) of the customer who entered the store by the customer information input / output means 4, 4,. It is possible to solve the problems such as losing the opportunity to provide food and drink, or causing troubles with the customer due to misunderstandings, by performing appropriate customer service suitable for each customer.

  By the way, an example using the LAN 31 as the communication means 3 has been shown. However, when a high-speed communication line in consideration of security such as VPN (Virtual Private Network) can be used, as shown in FIG. As described above, the LAN 31 may be connected to the VPN 32 and used. In such a case, the customer information server 5 may be installed at a geographically distant location outside the store.

  Moreover, although the above-mentioned Example demonstrated and illustrated the restaurant, the application of this invention is not restricted to a restaurant, It is a store which sells goods or provides a service to a customer, and involves customer service If so, it can be applied to any store.

It is the schematic which showed the structure of the customer recognition system of this invention. It is a perspective view of the membership card used for the customer recognition system of FIG. It is an example of the display screen displayed on the display device of the customer information input / output means of FIG. 1, FIG. 3 (a) shows the display screen of the guidance counter, FIG. 3 (b) shows the display screen of the floor, FIG. c) shows a cash register display screen. It is the schematic which showed the other example of the customer recognition system of FIG. It is the figure which showed an example of the customer identification information reading means.

Explanation of symbols

A Customer recognition system 1 Member card 11 IC tag 2 Customer identification information reading means 3 Communication means 4 Customer information input / output means 5 Customer information server

Claims (5)

In a store that sells products or provides services to a customer, a customer recognition method for causing a store clerk to recognize customer information of the customer when the customer enters the store,
When the customer enters the store, the customer identification information reading means reads the customer identification information recorded on the IC tag by wireless communication with the IC tag built in the membership card carried by the customer,
This customer identification information is transmitted to the customer information server via the communication means,
Calling the customer information corresponding to the customer identification information from the customer information server;
This customer information is transmitted to the customer information input / output means via the communication means,
A customer recognition method, characterized in that the customer information is displayed by the customer information input / output means so that a store clerk recognizes the customer information.   2. The customer recognition method according to claim 1, wherein when the customer first visits the store, the customer information of the customer is stored in a customer information server in association with customer identification information recorded in advance in an IC tag. In a store that sells products or provides services to a customer, a customer recognition system that makes a store clerk recognize customer information of the customer when the customer enters the store,
An IC tag on which customer identification information for identifying the customer is recorded;
A membership card with a built-in IC tag,
Customer identification information reading means for reading the customer identification information of the IC tag by wireless communication;
A communication unit connected to the customer identification information reading unit and communicating the customer identification information;
A customer information server that is connected to the communication means and stores the customer information corresponding to the customer identification information;
A customer recognition system comprising: customer information input / output means connected to the communication means and displaying at least the customer information. The store is a restaurant,
4. The customer recognition system according to claim 3, wherein the customer identification information reading means is provided midway from the restaurant entrance to the table where the customer sits.   4. The customer according to claim 3, wherein the customer information includes customer characteristics such as customer preferences, and information on past sales history or past service provision history for the customer. Recognition system.

Images